Service Management Automation Suite Service Management Automation is an analytics-driven service management solution for managing the entire service portfolio and lifecycle within and beyond IT. Based on a unified platform, it accelerates agent productivity, reduces ticket volumes and increases user adoption and satisfaction. Container based deployment options including installation via public cloud enable fast time to value, a low total cost of ownership (TCO), and make it the perfect fit for Managed Service Providers (MSP).

Service Management Automation at a Glance:+ Analytics-driven smart service desk with out-of-

the-box support for all key processes to increase service quality

+ Built-in machine learning drives intelligent knowledge delivery, fast issue resolution, and decreased ticket volume for high productivity

+ Self-service, social collaboration and automation provide a superior user experience and reduce manual error-prone work

+ On-premises and cloud deployment options enable easy and fast installation, configuration and operation for low TCO

The ChallengeEmerging trends and today’s explosion of new technologies are rapidly changing the expec-tations of the business, IT organizations, their users, and customers. Increasing complexity, the demand for continuous operations, and dy-namic modern workloads put IT organizations under pressure. They have to support more services, more devices and at the same time become faster and more agile—all within chal-lenging budget frames.

At the same time the perception of being slow and unresponsive leads to dissatisfied users who bypass the service desk. Inadequate or limited self-services result in a proliferation of Shadow IT and LOB initiatives. Too many manual, error-prone tasks result in low ser-vice quality at high cost. Long deployments and expensive upgrades cause painful service desk projects, exceeding time lines and bud-get. Unknown asset usage like over- or under-provisioning of licenses, entails overspend on assets and compliance risk.

The Solution: Micro Focus Service Management Automation SuiteAt the core of Service Management Automation is an analytics-driven smart service desk. It supports processes such as incident, problem,

change, request, release, service catalog, ser-vice level, and knowledge management based on ITIL® best practices out-of-the-box.

BIG DATA ANALYTICS AND MACHINE LEARNINGBuild on Micro Focus® IDOL technology, ma-chine learning drives automation into ITSM and other processes by mining structured and un-structured data, and by extracting information from different types of data sources from the service desk like incidents, changes, surveys, and external data sources.

Solution FlyerMicro Focus Service Management Automation Suite

Solution FlyerService Management Automation Suite

2

SELF-SERVICE AND

SOCIAL COLLABORATION

An easy to use service portal, which also en-dorses social collaboration, is the single point to go to for business users and IT profession-als for issues and requests. Big Data analyt-ics, machine learning and chat bots deliver answers quickly.

SERVICE ASSET AND

CONFIGURATION MANAGEMENT

Discovery and automated service modelling provide accurate, up-to-date configuration data and service context as a foundation for all service management processes. This also en-ables the management of investments, assets, and resources for better decision making and for cost reduction, from procurement through disposal. Software asset management keeps track of software licenses to improve utilization and to decrease IT spending.

AUTOMATION

Smart ticket, hot topic analytics and smart search, help automating issue and request han-dling. They give visibility into service desk trends, enabling proactive problem management and process improvement. Conversation-driven col-laboration (ChatOps) helps to quickly solve in-cidents by involving people, processes and tools

across organizational boundaries. Runbook au-tomation orchestrates and executes day-to-day tasks like password reset, standard changes but also larger workflows automatically.

DEPLOYMENT OPTIONSBased on latest container technology, custom-ers can chose between different deployment options ranging from on-premises to private and public cloud like AWS™. The solution can also

be hosted by MSPs who can quickly onboard customers, easily personalize the solution, and upgrade it with minimum downtime, while pro-viding data sovereignty in-region or in-country.

The Micro Focus Service Management Automation Difference Automated, efficient issue handling based

on Big Data analytics and machine learning

Powered by analytics and machine learning, Service Management Automation provides a Smart Service Desk with an engaging user experience and fast issue resolution, all reducing the cost to run IT. A highly scalable multi-tenant architecture with deployment options across on-premises and cloud makes it easy to install, configure, and run.

Figure 1. Big Data analytics and machine learning—find and solve issues quickly

3www.microfocus.com

An engaging user experience via a modern self-service portal, including intelligent knowledge delivery, chat, collaboration and mobile device support

Accurate, up-to-date asset and configuration information for increased compliance and reduced asset costs

Task and workflow automation, ranging from simple password resets to comprehensive workflows like change management

Quick out-of-the box installation with flexible deployment options ranging from on-premises to private and public cloud

BenefitsSUPERIOR USER EXPERIENCEWith its fast and responsive service desk, Service Management Automation increases service quality, meets and beats user expectations, re-sulting in superior user satisfaction and produc-tivity. Comprehensive self-service complements traditional social, phone, live chat, and walk-up support, increasing user self-sufficiency and re-ducing ticket volumes for standard tasks.

REDUCED COST OF SERVICE MANAGEMENT

Automation across service management pro-cesses, and efficient issue and request han-dling, increase speed, lower overall service delivery and support costs, improve service quality, and help to meet service levels. Choice

of deployment options leads to quick time-to-value (TTV) and low total cost of ownership (TCO). Optimized use of IT assets, including software licenses, reduces IT asset costs, low-ers software license and maintenance costs, and improves compliance.

Figure 2. Service portal—single point to go to for business users and IT professionals

www.microfocus.com

Micro FocusUK HeadquartersUnited Kingdom+44 (0) 1635 565200

U.S. HeadquartersRockville, Maryland301 838 5000877 772 4450

Additional contact information and office locations: www.microfocus.com

361-000061-001 | H | DS | 12/17 | © 2017 Micro Focus. All rights reserved. Micro Focus and the Micro Focus logo, among others, are trademarks or registered trademarks of Micro Focus or its subsidiaries or affiliated companies in the United Kingdom, United States and other countries. ITIL is a (registered) Trade Mark of AXELOS Limited. All rights reserved. “Amazon Web Services” is a trademark of Amazon.com, Inc. or its affiliates in the United States and/or other countries. All other marks are the property of their respective owners.